Working Location: 16th, 34 Road, Tran Nao Street, An Khanh Ward, Thu Duc City, HCMC.
Team: E-Commerce
Line report: E-Commerce Marekting Manager

Lixibox is a full-stack one-stop omni-channel solution for affordable luxury brands to reach GenZ consumers in Vietnam, one of the fastest-growing regions in the world. We focus on optimizing operations by leveraging an in-house agency and in-house technology solutions to bring the most effective brand launching that would benefit the end consumers.

We’re seeking a talented and passionate Customer Retention Officer to join our E-Commerce team. You will be responsible for developing and maintaining strong relationships with our customers, driving Retention & Growth strategies to optimize customer experience and increase sales on Lixibox.com.

I. RESPONSIBILITIES:
Develop Retention & Growth Strategies:

• Design and implement customer care programs aimed at increasing retention and building long-term customer loyalty.
• Analyze customer data to identify upsell and cross-sell opportunities, and develop targeted product strategies.
• Improve repeat purchase rates and maintain high customer satisfaction through engagement campaigns, promotions, and interactions.

Build and Strengthen Customer Relationships:

• Engage and support customers across multiple channels (email, chat, social media) to address inquiries, complaints, and requests.
• Develop and execute loyalty programs and special offers tailored to loyal customers and potential high-value segments.
• Ensure every customer enjoys an excellent shopping experience, from the purchase process to post-purchase support.

Analyze Customer Data:

• Collect and analyze data from various customer touchpoints to better understand customer behaviors and shopping habits.
• Propose improvements based on data insights to optimize customer care strategies and enhance long-term relationships.

Optimize Customer Experience and Processes:

• Suggest continuous improvements to customer care processes and the overall shopping experience to maximize revenue and satisfaction.
• Ensure timely and efficient handling of customer feedback, complaints, and inquiries, creating positive, lasting experiences for customers.

II. REQUIREMENTS:

• Minimum of 2-3 years of experience in customer relations, preferably in e-commerce or online-based businesses.
• Experience working with CRM tools and analyzing customer data.
• Excellent communication and problem-solving skills.
• Strong teamwork abilities, collaborating effectively with multiple teams to implement customer care strategies.
• Analytical skills with the ability to turn customer insights into actionable strategies.
• Strong organizational, time management, and multitasking skills.
• Creative, proactive, and solution-oriented with a passion for improving customer experiences.
• Passionate about e-commerce and staying updated on the latest trends in online consumer behavior.

III. RECRUITMENT PROCESS:  (2 rounds)
CV Application → 1. Interview with Line Manager and HR → 2. Interview with Head of Department.

IV. BENEFITS:

• Attractive income;
• Incentive (Monthly/Quarterly) - for Revenue Department;
• Company Yearly Performance Bonus;
• PVI Healthcare Insurance;
• 12 annual leave per year;
• Annual Salary Review;
• Social Insurance (prescribed by state);
• Lunch and snack sponsored by Company;
• Parking - Monthly parking is covered by Company;
• Other benefits: Company Activities, ping pong at office, gift voucher…
• Employee Discount Code (Up to 50%);